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Re-energising culture at Thirteen Group

Journey4 have been appointed by Thirteen Housing Association to re-energise their culture, focussing on their customers.  

Thirteen is a housing association that provides more than 73,000 people in the Northeast, Yorkshire and Humber region with homes, support, and opportunities to grow. It invests millions of pounds each year to keep its homes safe, secure, and well maintained. Thirteen supports those who need a home to rent, a little help to get on to the housing ladder and to keep their home in good repair. 

Journey4 won this contract in an open tender and learnt that our unique customer-led approach to employee engagement and cultural change was one of the key points of difference in our proposal. We have recently completed Phase one of the project to re-energise the culture, by completing a cultural audit and identifying opportunities for improvement to start implementing in Phase two. In parallel, we have been asked to support the company’s strategy development and business planning process, all of which leads to a new strategy for Thirteen for the 2024/25 financial year.

Jonathan Booth, Director of Journey4 commented: “Thirteen was looking for a consultancy that specialises in developing customer-driven solutions, recognising that delivering excellent customer experience requires a great employee experience that drives a customer-first culture across the whole organisation. We have been working with the leadership team, as well as colleagues at all levels of the organisation, to understand the existing culture and ways of working and to identify ways to re-energise the culture that puts customers first.”

Chris Smith, Thirteen’s Deputy Chief Executive and Culture sponsor, added: “We were impressed by Journey4’s engagement-led 4E’s approach and its ethos of managing the change process ‘with’ us rather than doing it ‘to’ us. The Journey4 team has worked with colleagues at all levels of the organisation to get under the skin of the business and to help us identify where we want to get to and what we need to change to get there.”